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Principal Advanced Support Engineer, T3 Application-21000L1YApplicants are required to read, write, and speak the following languages : English
Educational Qualification / Experience
Bachelor’s degree in Computer Science, Engineering or related technical field
9+ years of proven professional and technical experience in Weblogic, Middleware - SOA or system administrator role.
Excellent verbal and written skills in English
To manage and resolve Service Requests logged by customers (internal and external) on Oracle Weblogic and Middleware products and contribute to proactive support activities according to product support strategy and model
Owning and resolving problems and managing customer expectations throughout the Service Request / ITIL (IM, CM, PM) lifecycle in accordance with global standards
Working towards, adopting and contributing to new processes and tools (diagnostic methodology, health checks, scripting tools, etc.)
Create a RCA document after analyzing / fixing the issues
Contributing to Knowledge Management content creation and maintenance
Operating within Oracle business processes and procedures
Respond and resolve customer issues within Key Performance Indicator targets
Maintaining product expertise within the team
Developing and maintaining expertise around Middleware products like Weblogic, SOA, OIAM Suite and general applications support issues
Maintain an up-to-date and in-depth knowledge of new Oracle Middleware products released in the market for supported product
SKILLS & COMPETENCIES : Minimum technical skills :
General Oracle Weblogic administration and maintenance including Backup and Performance Tuning
Minimum working 6 years of experience in Weblogic environment
Weblogic upgrade / patching experience of 4 years
Atleast 1 project of Middleware (Weblogic) migration
Minimum working 2 years experience in HTTP server OHS
Operating system knowledge (Unix, Linux and / or Windows)
Basic DB and Networking concepts and knowledge
Desirable technical skills :
In depth Understanding of Oracle Weblogic, SOA administration and maintenance
Understanding of Oracle OEM
Understanding of Oracle WLST
Deep understanding in shell scripting
Knowledge in OIAM suite (OAM, OID, OVD, OIM) would be an advantage
Knowledge in OEM, EPM Systems (Hyperion), Siebel would be an advantage
Knowledge in EBS would be an advantage
Working knowledge in Tomcat, Apache would be an advantage
Working knowledge in OCI / IAAS would be an advantage Personal competencies : Desire to learn, or expand knowledge, about Oracle Middleware products
Structured Problem Recognition and Resolution
Experience of contributing to a shared knowledge base
Experience of Support level work, like resolving customer problems and managing customer expectations, and escalations.
Planning and organizing
Working in shifts
Detailed Description and Job Requirements
As a member of the Support organization, your focus is to deliver post-sales support and solutions to the Oracle customer base while serving as an advocate for customer needs.
This involves resolving post-sales non-technical customer inquiries via phone and electronic means, as well as, technical questions regarding the use of and troubleshooting for our Electronic Support Services.
A primary point of contact for customers, you are responsible for facilitating customer relationships with Support and providing advice and assistance to internal Oracle employees on diverse customer situations and escalated issues.
As an Advisory Systems Engineer, you are expected to be an expert member of the problem-solving / avoidance team and be highly skilled in solving extremely complex (often previously unknown), critical customer issues.
Performing the assigned duties with a high level of autonomy and reporting to management on customer status and technical matters on a regular basis, you will be expected to work with very limited guidance from management.
Further, the Advisory Systems Engineer is sought by customers and Oracle employees to provide expert technical advice.
Leading contributor individually and as a team member, providing direction and mentoring to others. Work is non-routine and very complex, involving the application of advanced technical / business skills in area of specialization.
Because of substantial customer interfacing, a demonstrated ability to work with customers on an independent basis with exceptional communication skills, while consistently achieving the absolute highest levels of customer satisfaction.
Both a Bachelor*s and Master*s degree in Computer Science, Engineering or equivalent experience 8 years related experience prior to taking this position.
In addition, experience with Oracle*s core products, applications, and tools.
As part of Oracle's employment process candidates will be required to successfully complete a pre-employment screening process.
This will involve identity and employment verification, professional references, education verification and professional qualifications and memberships (if applicable).
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